Supervisor - Service Operations

Lumos • Waynesboro, VA

6d

About The Position

Lumos is seeking a full-time Supervisor – Service Operations to lead employees and contractors responsible for providing customers with a professional experience during onsite service installation and troubleshooting. The role supports service operations growth, recommends process changes, and helps ensure technology is used effectively to set up and maintain service. The supervisor works with support from the Manager – Service Operations and the wider leadership team.

The supervisor manages the department’s overall operations and daily activities, including planning and implementing systems that help fulfill departmental goals efficiently. The position oversees service and quality objectives, budget and SLA alignment, team performance, safety, training, and operational efficiency. It also involves field visits, customer feedback, vendor compliance reviews, scheduling installation and repair work, and administrative oversight of timesheets, contractor invoices, expenses, and invoice audits.

The position requires travel to worksites or service locations as needed. The anticipated base salary range is $68,000–$80,000; actual compensation may vary based on experience, skills, education, market conditions, business needs, work location, and other applicable factors.

Requirements

• At least 6 years of service operations experience in telecommunications.
• High school diploma or equivalent.
• Able to travel to worksites or service locations as required.
• Exceptional customer service and interpersonal presence.
• People leadership skills, openness to giving and receiving direction, collaborative working style, and commitment to completing work.
• Ability to build and maintain relationships within and across teams; servant leadership behaviors and project management skills.
• Excellent written and verbal communication skills.
• Strong time management and organizational skills.
• Flexibility and composure in a fast-paced, changing environment, including the ability to manage multiple projects and priorities, act tactfully, take responsibility, and follow through on commitments.
• Self-motivation, teamwork, and a positive, collaborative management approach.
• Constant use of a computer, keyboard, and related peripherals; frequent sedentary work; near-constant use of sight, speech, hearing, comprehension, and reasoning.

Nice To Haves

• Bachelor’s degree preferred.

Responsibilities

• Supervise teams in achieving service and quality objectives while maintaining alignment with budgets and SLAs.
• Prepare and present reports on service metrics and embody Lumos’s servant leadership model.
• Lead people, major projects, and initiatives; provide direction in quality assurance, safety, productivity monitoring, training, budget adherence, and SLA adherence.
• Conduct proactive and reactive field visits to assess customer experiences, gather feedback about installations or repairs, review vendor service compliance, and coordinate installation and repair activities.
• Manage administrative duties, including employee timesheets, contractor invoicing, capital versus operating expense classification, installation and repair calendar scheduling, invoice approvals, and invoice audits.
• Ensure teams follow applicable service and safety standards, including State Corporation Commission, industry and manufacturer guidelines, OSHA, National Electric Safety Code, Department of Transportation requirements, and local building codes.
• Manage the department’s overall operational and daily activities, including planning and implementing systems that support departmental work and goals.
• Support the Manager with budget adherence and service quality standards, including Troubles/100 Lines, Repeat Troubles, Drop Wire Troubles, Inside Wire Troubles, and specified complaint levels.
• Support day-to-day fiduciary functions and effective expense measures.
• Ensure operational efficiency, accountability, and adherence to departmental policies and procedures.
• Establish team performance measures, goals, objectives, and priorities.
• Evaluate employee performance and identify training or counseling needs in partnership with leadership and HR.
• Evaluate and recommend policy, procedure, and other departmental changes to management to improve productivity and efficiency.
• Perform other assigned duties, including departmental and cross-functional projects.

Benefits

• Comprehensive health coverage.
• Dental coverage.
• Vision coverage.
• Competitive compensation packages, including bonus options for eligible positions.
• Paid Time Off.
• Paid holidays.
• Health Savings Accounts (HSAs).
• Flexible Spending Accounts (FSAs).
• 100% employer-paid life insurance.
• 100% employer-paid disability insurance.
• Employee Assistance Program (EAP) with access to professional support.
• 401K plan with up to 5% employer contribution and a self-directed brokerage option.
• Wellness program with education and cash incentives for gym attendance and nutrition programs.
• Employee referral bonuses.
• Discounts on Lumos Fiber Internet for employees who live in service areas.
• Discounts on T-Mobile wireless service and select features for lines.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED